Last Updated: October 16, 2025
Our goal is to ensure a transparent and fair process for both customers and vendors. This policy outlines the procedures for returns, exchanges, and refunds on the High Ground Marketplace.
1. Our Marketplace Policy
High Ground Marketplace is a platform that facilitates transactions between you (the “Customer”) and independent third-party sellers (the “Vendors”). To ensure a secure and consistent experience, High Ground manages all return and refund requests on behalf of our Vendors.
2. How to Request a Return
If you have an issue with a product you have received (e.g., it is damaged, defective, or incorrect), please initiate a return request within 7 days of the delivery date.
To do so, please contact High Ground support directly by sending an email to info@highground.co.za. Please include the following in your email:
- Your Order Number.
- A clear description of the issue.
- Photos of the product if it is damaged or incorrect.Our support team will review your request and liaise with the Vendor on your behalf. We will respond to you within 48 business hours with the next steps.
3. Condition of Items
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original, unopened packaging.
4. Non-Returnable Items
Certain types of items cannot be returned unless they are defective. This includes, but is not limited to:
- Used items (e.g., bongs, pipes, or vaporizers that show any signs of use).
- Items with broken seals or missing their original packaging.
- Apparel (like t-shirts or caps) that has been worn or washed.
- Sale or clearance items.
5. Shipping Costs for Returns
If the return is due to Vendor error (e.g., wrong item sent, defective product), High Ground will arrange and cover the cost of return shipping.
If the return is due to Customer choice (e.g., ordered by mistake, change of mind), the Customer will be responsible for the cost of return shipping.
6. Refunds
Once the Vendor receives and inspects the returned item, they will notify High Ground. We will then process your approved refund for the product’s purchase price. Please note that the original shipping fees are non-refundable.